I was responsible for day to day tickets that were escalated by level 1 and 2 analysts, getting in contact with vendors to get a resolution for any issues that were outstanding. Worked on documentation and training helpdesk analysts. Staged equipment and tested made sure everything worked 100%. I worked with testing new equipment and integrating the new equipment with our current system. I traveled to sites that our vendors were not able to resolve issues and worked hands on to get resolution. I was also responsible for any new store installs and making sure our vendors follow our installation specifications. I have worked on the Xpient pilot testing and installations. Trained outside vendors on our new products and software.

I was responsible for supervision of a staff of eight employees. Worked on tech support documentation for both my employees and the field engineers. Resolved highly technical credit card and inventory issues. Trained my employees to be able to provide first call resolution. Made sure our call abandonment rate was below 4% and made sure my employees offered 90% first call resolution.

Help Desk Analyst working with Restaurants support. Supported Carl's Jr and Hardee's Restaurants with their IT support and help desk questions. Acted as a member of the Service Desk with total call ownership. Worked on Hardee's Windows NT roll out. Along with Hardee's Protobase roll out.